SLA - Time to first response

[Patrik Järbrink]

I wonder if it's possible to change the view for the agents where it says SLAs

I want to change from "Time to first response" to "Time to Second Response"

Or even better, can I in some way use the automatic answer from Jira service desk to the costumer as the first response? 

[Michael Andolfatto]

You can't change SLA names once they've been created (only in Server through the database is it possible), but you can pretty easily re-create the SLA rules and then delete the original.

Which automatic answer are you referring to? You can have an SLA complete based on a few things such as entering a status, having the assignee change, having a public comment added, due date changed, or resolution set.

[Patrik Järbrink]

I reffer to the first email that will go to the customer when they created a ticket. The one that verify that we have got the ticket.